Customer service in marketing

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Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. In order to gain the respect and trust of customers, you must first take care of them. This is considered the golden rule of business, and companies that follow this rule will always be successful." These words belong to Colleen Barrett, the head of Northwest Airlines in the United States of America. According to Colleen Barrett, the more satisfied a company's customers are with the company's operations and customer care, the more successful that company will be. Now let's look at an example that explains this idea more clearly. Imagine that you have to choose between airlines A and B to buy an airline ticket online. When you ask people around you, they tell you that it would be easier to buy a ticket from company A. The reason is that company A has responsible customer service that will help you buy tickets and solve the problems you will face. For example, according to a survey conducted in the United States of America, a customer satisfied with customer service gives an average of 10 positive reviews about that company and recommends the company's services to others. On the other hand, buyers who are dissatisfied with customer service give about 15 people generally negative reviews of that company and additionally urge them to buy from other companies. Also, this experiment shows us that customers who are dissatisfied with customer service talk more about the product to other people than satisfied customers. Additionally, research shows that 90 percent of Americans base their purchasing decisions on customer service performance. For example, let's say that in order to get a card from a bank, you have to contact the customer services of two different banks at the same level by phone. If the person in front of you listens to your questions and tries to understand your problem and solve it, and most importantly, if he talks to you kindly and understandingly, then you are more likely to buy a card from that bank. On the contrary, if the customer service speaks rudely to you and ignores your problems, then even though the services offered by the card are convenient, your probability of buying a card from that bank is greatly reduced. In this case, you subconsciously think that if there is a problem with the card in the long term, it will be difficult to solve that problem.
So what can you do to build a successful customer service for your business? For this, the tactic used by world-famous business companies is called the L.E.A.S.T method. This method is derived from the first letters of the five most important words for customer service. It means: listen, empathize, apologize, solve the problem and finally thank you. If the LEAST method is applied to the relationship with every customer who asks for customer service, then it is possible to easily create a successful customer service. Because sometimes there are moments when customers can be aggressive and make mistakes when talking about their problems. At this time, the restraint, kind attitude and apology of the people working in the customer service towards those people are among the factors that win the hearts of the customers.



#marketing #customerservice